The IT Support Specialist I role at iHerb, LLC delivers frontline IT assistance for hardware and software, diagnosing and resolving end-user issues, and helping with device provisioning and software installation. The position also includes user training, inventory management, and contributing to documentation. This on-site role is based in Moreno Valley, California.
Location
Moreno Valley, CA (onsite)
Qualifications
- Education: Associate’s degree or equivalent experience.
- Experience: Minimum of 2 years in relevant IT support roles.
Responsibilities
- Deliver first-line customer service and technical support to end users for hardware and software systems.
- Handle incidents and requests from end users via ticketing, chat, in-person, and email with courtesy and professionalism.
- Conduct daily checks of commonly used equipment and coordinate with designated stakeholders on outstanding requirements.
- Diagnose and resolve routine end-user issues using established protocols; escalate when necessary.
- Support the implementation of hardware and software standards.
- Install software on new or existing devices following standard procedures.
- Image, test, install, and configure application programs on user endpoints across Microsoft, Apple, and Google ecosystems.
- Install peripherals and devices that support business operations.
- Maintain accurate hardware and software inventories and perform audits as needed.
- Assist with preventative maintenance within defined guidelines and procedures.
- Troubleshoot common network and application problems and coordinate resolution.
- Onboard and offboard personnel, including equipment shipments.
- Adhere to security policies and compliance controls; explain policies and procedures to end users.
- Ensure access and change requests include supporting evidence, justification, and approvals for SOX ITGC, compliance, and audit purposes.
- Assist users in obtaining access to systems.
- Communicate and translate technical information to non-technical end users; maintain communication and monitor incidents through to resolution.
- Train users on new devices and technologies.
- Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
- Contribute to documentation of incidents, internal processes and procedures, equipment maintenance, and training manuals.
- Maintain confidentiality of information processed, stored, or accessed by end users.
- May review and evaluate new computer hardware and software products.
- Assist and interact with hardware and software vendors.
- Participate in team meetings and provide on-call support as needed.
Requirements
- Knowledge of computer and network systems, applications, procedures, and techniques.
- Skill in organizing resources and establishing priorities.
- Excellent verbal and written communication skills.
- Ability to learn and support new systems and applications.
- Experience with standard helpdesk ticketing tools.
- Ability to establish and maintain cooperative working relationships.
Technologies
- PowerShell
- Bash
- Windows
- macOS
- Microsoft
- Apple
- Google
Judgment and Reasoning Ability
- Identify, troubleshoot and resolve problems quickly using sound judgment, poise, and diplomacy.
- Use judgment and reasoning to determine when escalation is appropriate and act promptly.
Physical Demands
Regularly required to talk and hear; duties may include sitting, walking, climbing stairs, using hands and fingers, bending, stooping, and reaching, with occasional lifting as needed.
Work Environment
- Hectic, fast-paced with multi-level distractions.
- Professional, yet casual work environment.
- Office and warehouse setting.
- May require extended hours as needed.
Compensation
The expected salary range for this role is $25.99 - $34.50 USD. The actual base pay offered will be determined by factors such as the candidate's relevant experience, education, geographic location, and internal equity.
Staffing Agency Submission Notice
iHerb does not accept unsolicited third-party candidates. Agencies should submit requests to be considered as a supplier in our Vendor Management System at staffingvendors@iherb.com. Do not contact iHerb employees directly. If considered for a role, Agency candidates will be presented through the internal recruiting organization.
